When delivering services to the properties of vulnerable customers it is vital to ensure the process runs as smoothly and as quickly as possible.
That is why Linc-Cymru, a specialist in affordable housing, social care and health services in Wales, turned to Liberty in December 2013.
Linc-Cymru had already seen the service delivered by Liberty first-hand through the firm’s work with other clients in the area, and was so impressed it awarded a contract for gas maintenance and plumbing services across its 3,247 homes.
With Linc-Cymru established as one of the biggest care scheme providers in the region, Liberty was also appointed to deliver service & maintenance and commercial response services as well as responsibility for renewable energy elements within schemes.
The contract covered the care facilities themselves, but also the individual flats inside the buildings.
With a large number of homes and care schemes across Wales, a key challenge for Liberty was ensuring properties were visited within agreed timescales.
Liberty drew on its vast resources in the region and developed procurement processes to ensure access to suppliers and parts to meet and exceed targets.
Chris Gilmore, Operations Director at Liberty
We knew that Linc-Cymru has always strived to achieve the best from its staff and contractors to ensure a high standard of care for vulnerable customers. It was clear Liberty’s partnering ethos fitted with their way of thinking, and we have put processes in place to deliver a fast and effective service to their schemes.
Delivering servicing and maintenance to care facilities that were home to vulnerable customers
Providing specialist solutions across a large geographical area within tight timeframes to ensure a smooth and fast process for vulnerable residents
Developing a partnership approach and working together to create processes to ensure fast and effective service delivery when working in people’s homes
Drawing on Liberty’s resources in the region to ensure services were delivered quickly across a vast geographical area
Introducing new procurement procedures to make sure staff and parts were available when needed
Results and Benefits
99% of all parts now available the following day
Increased levels of first-time fix rates for minimal disruption to residents
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